Central Bank requires banks to improve their phone response times - anticipates spike due to KBC and Ulster withdrawal

I can only agree. It's getting increasingly difficult to contact anyone in a bank.. Tried today, phone wasn't answered after being on wait 15 mins Chat was unavailable. The support form said a 3 day response time.

Also the banks app and the accounts have a ridiculous delay in showing updates to balances.

Whereas the internet bank we use there is no problems with account or app. It's all instantaneous. We only started using it during the lockdown as it much easier for small cash transfers. Also it was much easier to set up than a main stream bank.
 
NoRegretsCoyote said:
@Freelance This is actually a question where a chat would have probably been quicker and more efficient for you as a customer.

There is a big industry behind online chats and they use pretty sophisticated tools to screen your request using keywords, and then either give you a stock answer or refer you to someone who knows how to answer it.
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I take your point but in my experience the quality of online chat facilities vary enormously. The N26 one I referred to made a couple of attempts to answer the question automatically, and very quickly routed me to a human. I have no issue with approach that as the outcome was quite prompt and satisfactory each time I used it. On the other hand, I tried using Ulster Bank's CORA on a number of occasions and to say that it was utter rubbish would be flattering it. It was as dumb and useless as a (I'm sure you know the phrase) and the initial keyword analysis/filtering/routing got stuck in a never-ending loop of "I'm sorry I don't understand your question, choose one of the following" blah blah blah. Even typing "let me talk to a human" or "take me to your master" appeared to be beyond it.

To be honest, using google with decent keyword selection is probably a lot more effective than some half baked cheapo implementation of an automated support tool.

But I don't want to get away from the main point. AIB, etc have closed a lot of branches to save on costs and boost profits. The alternative they offered was phone and online support. Now they appear to be rowing back on this and their current offering falls very far short and it is entirely appropriate that the CBI holds them to account.
 
MrEarl said:
I'd have thought that they could easily do a deal with Ulster Bank, or KBC, to get some experienced staff. Both organisations will soon be making approx 3,000 people (in total) redundant.
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There are some staff (I think it was in the region of 80) transferring from UB to PTSB. These were core staff required for the branches that PTSB is taking over from UB. I'd assume that these will transfer under TUPE with all that that entails.

The additional posts referred to in the article are short term contract positions (with a possibility of extension). This is a very different scenario. If PTSB were to take more staff under TUPE regulations and then attempt to leave them go in 12 months or so it would raise a stack of issues. Simpler for everybody to allow these staff avail of the UB redundancy package, and then apply for the PTSB contract jobs if they choose to do so. Especially given that the Terms and Conditions of Employment are likely to be profoundly different.
 
I had to fix an issue with one of my accounts recently. Impossible to fix it online, it was stuck in a loop of authentication. Could not get through on the phone. In the end had to go in Branch and use their direct phone line to support. Which got through instantly.

I should have been able to do that remotely. But the lack of resources on the phone support made that impossible.
 
We moved our UB account to AIB late last year. We needed to go in person to the bank. I phoned our local branch to make an appointment after Googling their number. Answered by call centre 20 mins later.
Q. I want to call in to setup joint account, what time tomorrow suits
A. What branch do you wish to make an appointment with?
Q. Local branch, can you put me through?
A. No I can email them on your behalf.
Q. Email? Can I not get an appointment tomorrow?
A. Oh no appointments normally take 2 weeks to schedule.
Q. Ok email then to phone me to set up appt because we work and figuring out a time when we are both available is hard.

A few days later I missed a call from the branch.

I phoned back within 5 mins. 25 mins later, call centre answers.
Q. Can you put me through to “Jane” in local branch, I just missed a call from her.
A. Oh no, I can send an email letting the branch know you called. I am sure they will phone you back..

Two week later I phoned again. Hung up after 25 mins as I have stuff to do.

I eventually called in person to the bank to get that elusive appointment two weeks from that date, fully booked up, very busy, local branch!

So the phone support was useless and their systems were very poor. Not being able to speak to your local branch, to organise something local like an appointment seems very clunky. So I am not surprised at CBI criticism.
 
MrEarl said:
I'd have thought that they could easily do a deal with Ulster Bank, or KBC, to get some experienced staff. Both organisations will soon be making approx 3,000 people (in total) redundant.
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not as simple as that. Firstly, the legislation around TUPE could kick in and the last thing another bank needs is a whole pile of experienced expensive staff with their own unique set of terms and conditions and salaries built up over the years and with their service transferring over with them meaning getting rid of them in due course would cost a small fortune

Secondly, UB and KBC will need to retain and maintain those staff to manager the closure. Indeed, UB has taken on a large number of agency staff and contractors working in the background

Once UB and KBC have closed, nothing to stop the staff applying for a job in another bank but they'd be coming in without service and their previous salary built up over the years
 
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